Job Description
We have an incredible opportunity to join us here at Phoenix Group as Operational Performance Manger to join our Service Excellence Team within Customer Office.
Job Type: Permanent
Location: This is a hybrid role with circa 60% of your time on site in Standard Life House in Edinburgh with some travel to other sites as required.
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.
Closing Date: 21st August
Salary and benefits: Up to £70,000 plus 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
Who are we?
We want to be the best place that any of our 6,600 colleagues have ever worked.
We’re Phoenix Group, we’re a long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
The role
We are seeking an experienced
Operational Performance Manager to join our team. This role is crucial in enhance the performance of our pension operations. This role will be responsible for minimising service disruption by identifying and addressing potential operational specific issues, co-ordinating cross functional teams to ensure training, resource, technology and processes are ready for go-live dates and delivery of seamless launches with minimal impacts on customer experience or service quality.
Key Responsibilities
- Resource Optimisation: Work closely with CAM’s to analyse resource utilisation (people, technology, budget) and recommend adjustments to improve productivity and cost reductions where applicable.
- Strategic Planning: Develop and manage centralised operational strategic objectives, ensuring clear ownership of milestones and timely tracking of actions.
- Continuous Improvement: Identify and implement continuous improvement initiatives to drive operational efficiency and service excellence.
- Stakeholder Collaboration: Work closely with department heads, change managers and senior leadership to facilitate communication between operations and other business units providing insights and recommendations to support decision-making.
- Risk Management: Identify operational risks and develop mitigation strategies ensuring compliance with internal policies and external regulations.
- Business Readiness: Facilitate communication between operations and change to ensure smooth and safe implementation of change within the business unit.
What are we looking for?
- Proven experience in operations within a complex operational environment
- Strong project management skills with the ability to lead cross-functional projects.
- Excellent organisational and planning skills.
- Proven ability to manage risks and issues effectively.
- Proven experience in driving continuous improvement initiatives.
- Comfortable engaging with and presenting to senior stakeholders.
We Want To Hire The Whole Version Of You.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
We’re reviewing applications as they come in, so apply early to avoid missing out.
Find out more about
- Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
- Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us
